Senior Operational Quality Associate, Hybrid

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The Senior Operational Quality Associate plays a critical role on the SOP Reconciliation team, responsible for ensuring accuracy, consistency, and integrity of SOP across assigned workflows. This position focuses on reconciling SOP outputs, identifying and investigating discrepancies or outliers, and clearly documenting findings and resolutions. The role requires a high level of attention to detail, strong written communication skills, sound judgment, and a commitment to operational excellence and continuous improvement in a fast‑paced environment.

In this role, you will report to the Manager, Fulfillment and work a hybrid/remote work schedule (2 days in office, and 3 days remote).

Essential Duties and Responsibilities:

• Reconcile SOP totals accurately and within established service-level agreements (SLAs).

• Identify, research, and resolve discrepancies, variances, or outliers across SOP reports and data sources.

• Ensure reconciliations are completed thoroughly, documented clearly, and owned end‑to‑end.

• Maintain strict adherence to current Standard Operating Procedures (SOPs) and quality standards.

• Proactively escalate unresolved issues, risks, or inconsistencies with clear written summaries and supporting evidence.

• Accurately and timely enter reconciliation findings, corrections, and notes into required systems/tools to support reporting, audit readiness, and trend analysis.

• Track, report, and escalate exceptions in accordance with team and leadership guidelines.

• Respond to internal inquiries related to reconciliations within established timeframes.

• Coordinate with Intake, Rep SOP, and Service Teams to resolve image quality issues, update ARROW records, and request rescans or entity changes.

Skills:

• Attention to detail and quality assurance

• Legal document review and entity research

• Cross-functional communication and coordination

• Problem-solving and issue escalation

• Time management and follow-up

• Proficiency with case management systems and shared mailboxes

Qualifications:

• Bachelor’s degree in business or related field or 3 years of relevant customer service or industry experience.  Prior FCOE/Service of Process experience preferred.

• Computer proficiency, including MS Office and internet-based systems.

• Strong verbal and written communication skills.

• Detail-oriented with proven accuracy and efficiency in data entry and document review.

• Self-motivated and dependable; able to work independently in a fast-paced, time-sensitive environment.

• Ability to follow established procedures and training guidelines.

• Capable of meeting quality and productivity performance standards.

• Strong analytical skills; able to integrate information from multiple sources accurately.

• Effective cross-functional collaborator with the ability to manage multiple tasks or projects simultaneously.

• Ability to reconcile reports, verify information, and ensure process accuracy.

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation:

Compensation range listed is based on primary location of the position.  Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process. 

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.